Case Manager

Posted by
Citizens Inn, Inc
Peabody, MA
Published 18 days ago

Citizens Inn breaks the patterns of instability that lead to homelessness and hunger on the North Shore, one individual at a time, by providing a safe, dignified, nurturing, and supportive environment in which every individual may achieve stability, resilience and independence. This is an exciting opportunity for a passionate, committed and qualified individual to join our dynamic, mission-driven, growing organization.

Essential Responsibilities:

The Case Manager is responsible for carrying a caseload and providing comprehensive case management and re-housing / placement services to homeless families residing in our congregate and scattered-site family shelter units, in accordance with DHCD and Citizens Inn service requirements.

  • Maintain excellent boundaries, a high degree of confidentiality and ethical behavior.
  • Treat all participants, guests, staff, and collaterals with respect and dignity.
  • Always adhere to HIPPA regulations.
  • Communicate effectively with the clinical director, program director and case management team to ensure continuity of care to avoid disruption of services.
  • Ensure that each participants emergency and basic needs are met upon entry and during the entirety of their stay.
  • Welcome and greet all new participants within 24 hours of entry, complete intake paperwork and provide a thorough orientation to the program and DHCD rules and requirements. 
  • Create and maintain a case file on all assigned participants that adheres to Citizens Inn and professional record keeping, documentation standards and DHCD requirements.
  • Conduct a thorough admission assessment on all new participants within 5 days of entry into shelter to form the basis for the initial re-housing plan.
  • Complete and enter initial rehousing plan into ETO within 14 days of participants' entry.
  • Responsible for entering participant information into ETO system.
  • Record and maintain DHCD touchpoints in ETO during length of stay (at entry, reassessment,1 year, and when they exit)
  • Responsible for completing participant referrals for all accepted services.
  • Meet with participants on a bi-weekly basis, maintain and enter documentation into ETO system.
  • Experience using a strengths-based, trauma-informed care and a collaborative approach with participants.
  • Experience using various therapeutic modalities in working with participants, including Motivational Interviewing, CBT and modeling. 
  • Re-assess and update each participants re-housing plan every 30 days and document progress in ETO, accurately reflecting the participants compliance and progress.
  • Communicate all outside collaterals, as authorized, to create continuity of care and advocacy to assist in participant’s progress.
  • Participate in all staff, team, training, and supervision meetings.
  • Maintain up to date knowledge and understanding of resources for essential, programmatic, and supportive services.
  • Facilitate, attend, and participate in workshops for participants.
  • Transport clients as needed using Citizens Inn van. 
  • Flexible schedule as some evening hours may be required.
  • Participate in the on-call rotation. Must complete 1 week of on call every month.
  • Assist participants to identify and address potential barriers, employment, housing, or education needs.   
  • Review and verify participant job search logs on a weekly basis.
  • Initiate and maintain contact and service coordination with DCF Worker assigned to families within 30 days of entry.
  • Conduct scattered site home visits on a bi-weekly basis for assigned families to monitor and address unit cleanliness, upkeep and family compliance with Citizens Inn and DHCD rules.  
  • Submit maintenance tickets or supply requests as needed for participants.
  • Review and approve/reject participant overnight pass requests.
  • Develop positive, productive, and collaborative relationships with participants while upholding shelter rules and guidelines.  
  • Review family housing search logs weekly for active housing search.
  • Assist participants (and housing coordinator) with all family housing applications.
  • Assist in accompanying participants to outside appointments as needed. 
  • Assist families with moving and transition supports. 
  • Prepare and submit quality non-compliance reports to the DHCD Non-compliance unit.
  • Prepare and submit Serious Incident Reports to state contracting agencies
  • Initiate trauma informed crisis prevention/ intervention when necessary.
  • Apply de-escalation and safety skills and techniques during responses.   Initiate calls to 911 or the 24/7 Behavioral Crisis team, as appropriate.
  • Fulfill mandated reporter responsibilities and obligations and follow the Citizens Inn Child Abuse and Neglect Reporting (51A) Policy and Procedures.


· MSW, BSW or a similar degree strongly preferred. Years of related experience will be considered in lieu of higher education. High School diploma required.

· Directly related experience providing case management, crisis intervention and housing assistance services to homeless clients.

· Residential experience a plus as well as familiarity with ETO.

· Knowledge of case management best practices and skills standards with demonstrated proficiency, housing subsidies and resources, community services and resources, public benefit programs, children’s needs/child development, trauma-informed care, child abuse and neglect, as well as substance abuse/mental health issues.

· Professional knowledge of/experience with DHCD, local or regional housing authorities/ agencies, and DCF a plus. 

· Personal qualities and skills: excellent interpersonal and communication skills orally and in writing, initiative, positive attitude, non-judgmental, compassionate, accountable, resourceful, good time management and organizational ability, excellent judgment, attention to detail, ability to manage multiple tasks and crises and prioritize, ability to work with a diverse population, and ability to work independently and as part of a team. 

· Bilingual ability a plus. 

· CPR/First Aid certification required or willing to become certified upon hire.

· Previous training in crisis prevention / intervention strongly desired (i.e. CPI or equivalent).

· Reliable attendance and punctual reporting to work required.

· Valid driver’s license.

· CORI required. 

· Must pass CORI and driving history check.

· Maintain proficient computer skills and abilities including but not limited to the use of Windows operating systems, Office Suites, Excel, PowerPoint , HMIS system and software and communication/Collaboration technology (Zoom, Teams etc.)

Supervision Received:

This position will report directly to the Clinical Director.




Citizens Inn, Inc. offers a

competitive benefits package which includes dental, health, life and short term

disability insurances; 401k with company match; generous paid time off.

To apply:

Attach resume and cover letter.

Candidates must be able to pass CORI check. 

Citizens Inn, Inc. is an equal opportunity and affirmative action

employer and seeks to employ individuals based upon their qualifications,

experience, and ability to perform the position responsibilities. All

applicants can expect a fair and completed evaluation of their application.

One of the things we want applicants for positions at Citizens Inn, Inc. to know is

that many, if not most, of the people who come into our programs have

experienced trauma in their lives – often in the recent past, but in many cases

going back to childhood. As an agency, we have made a commitment to trauma

informed care. That means that all our employees will have or will develop an

understanding of trauma and how it affects individuals as well as staff – and

also that we learn to incorporate an understanding about trauma into our work

with our clients and with each other.

Citizens Inn breaks the patterns of instability that lead to homelessness and hunger on the North Shore, one individual at a time, by providing a safe, dignified, nurturing, and supportive environment in which every individual may achieve…

Details at a Glance

  • Time Commitment
    Full Time Schedule
  • Start Date
    January 1, 2022
  • Application Deadline
    December 31, 2021
  • Education
    High School Diploma Required
  • Professional Level


Peabody, MA, USA

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